Doorsteps Finance Pty Ltd ACN 648 541 879 (we/us/our) believes that it is essential for us to have the ability, authority and proper training to hear and respond appropriately to any complaints or disputes raised by our customers.
We understand that when you use our website, products or services, you are trusting us to handle your data and deal with you respectfully and appropriately. As a result, you need access to relevant information.
We are a member of the Mortgage & Finance Association of Australia (MFAA) and the Australian Financial Complaints Authority (AFCA), and as such we are also subject to the requirement to have in place an IDR process.
Our IDR service is provided to you free of charge.
We encourage you to speak to us about your complaint directly. Please provide as much information as possible, with any supporting documentation if relevant. This will help us to resolve your complaint as quickly as possible.
You can lodge complaints by contacting our Complaints Officer, by:
You may also lodge a complaint by speaking to any representative of our business who will refer you to the Complaints Officer.
You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
In order to assist complainants who might need additional assistance to lodge a complaint, we:
Our process for dealing with complaints is as follows:
Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint. However, for some specific types of credit-related complaints, the following response timeframes apply.
We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:
However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:
If you are unsatisfied with our response, you may complain to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can also make a general complaint about the handling of your information to the Office of the Australian Information Commissioner.
Our Membership Number: 82213
Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Address: Office of the Australian Information Commissioner, GPO Box 5218 Sydney NSW 2001
Phone: 1300 363 992